Troubleshooting: something isn't working
Start here when something in IntelliDesk isn't behaving. Find the symptom below and open the article named next to it. Most problems are a setting, a filter or a connection, and can be fixed in a few minutes.
Before anything else
- Read the message. IntelliDesk's error messages usually say what's wrong ("Code expired", "Request origin is not on the widget key's allowlist", "Agent limit reached"). Search this help centre for the exact words.
- Reload the page. If you've had IntelliDesk open for a long time, a reload picks up the latest version.
- Check your subscription. If you suddenly can't change anything anywhere, the workspace's billing is usually the reason. A banner at the top of the screen and the message you see say why: "Your trial has ended — subscribe to make changes.", "Your last payment failed — update your payment method to make changes.", "Your subscription was cancelled — resubscribe to make changes.", "Your subscription has ended — resubscribe to make changes.", "Your workspace is locked — subscribe to regain access." or "Add a payment method to start using your workspace (Settings → Billing)." You can still see all your data. See How long is the free trial, and what happens when it ends?, Subscribing, changing your card and finding invoices and Why am I asked for a card when I sign up?
- "Something went wrong" with a Reference code. Click Try again. If it keeps happening, send IntelliDesk support the Reference shown under the button, so we can find the exact error. If only one panel shows "Something went wrong here. The rest of the page still works.", the rest of the page is safe to use while you retry that panel.
- "We couldn't find that." The ticket, card or page has been deleted, merged, or the link is out of date. See I can't find a ticket.
| Symptom | Read |
|---|---|
| Emails to our support address aren't becoming tickets | Why aren't my emails arriving as tickets? |
| The mailbox card shows a red Error | Reconnecting a mailbox that shows Error |
| A customer says they never got our reply | Why didn't my customer get our reply? |
| Can't connect Outlook or Microsoft 365 | Fixing Outlook and Microsoft 365 connection errors |
| Can't connect an IMAP/SMTP mailbox | IMAP/SMTP connection errors: app passwords, servers and ports |
| A customer's reply opened a new ticket instead of joining the old one | Why did a customer's reply open a new ticket? |
Tickets and the inbox
| Symptom | Read |
|---|---|
| A ticket is missing | I can't find a ticket |
| I deleted a ticket by mistake | Keeping the inbox clean: merge, block and delete (restore it from Settings → Deleted Tickets within 30 days) |
| The inbox doesn't show what I expect | Your inbox: filters, views, and search |
| The numbers on Home and Reports don't agree | Why don't the numbers on Home and Reports match? |
| A keyboard shortcut does nothing | Keyboard shortcuts |
| I'm not getting notifications | Why am I not getting notifications? |
Your customers
| Symptom | Read |
|---|---|
| A customer didn't get their portal sign-in code | My customer didn't get their portal sign-in code |
| A customer sees an error signing in to the portal, or a link has expired | My customer can't sign in to the portal: error messages explained |
| The Help button isn't on our website | The widget isn't showing on my website |
| The website form shows an error when submitting | The widget form won't submit: error messages explained |
| Form submitted, but the customer got no confirmation email | The embeddable widget: putting a contact form on your site (auto-reply is off by default) |
| The widget shows a form instead of live chat | Live chat: setting it up and answering chats (with AI, then your team, chat only appears while an agent is Online) |
| We're not getting any satisfaction ratings | Customer satisfaction (CSAT) surveys: turning them on and what customers see |
AI
| Symptom | Read |
|---|---|
| The AI didn't answer a chat | Why didn't the AI answer my visitor's chat? |
| AI features aren't appearing on a desk | Turning on AI triage for a help desk and Setting up AI: your own key, the platform AI and what each feature needs |
Integrations
| Symptom | Read |
|---|---|
| Slack messages aren't arriving in our channel | Slack notifications aren't arriving |
Your account, team and billing
| Symptom | Read |
|---|---|
| Can't sign in, or need to change my email or password | Signing in, and changing your name, photo, email or password |
| I'm in the wrong workspace | Switching between workspaces, renaming your workspace and organization admins |
| Someone has left and their tickets need a new owner | Removing someone from your team, and what happens to their tickets |
| Card, invoices and payments | Subscribing, changing your card and finding invoices |
Moving in from another tool
| Symptom | Read |
|---|---|
| Bringing tickets across from Zendesk | Importing your tickets from Zendesk |
| Bringing cards across from Trello | Importing cards from Trello |
Still stuck?
Contact IntelliDesk support. See Getting help from IntelliDesk support: questions, bugs and feature requests. It helps to include:
- what you were trying to do,
- the exact message you saw (a screenshot is ideal, and the Reference code if there is one),
- the ticket number, customer email or website involved,
- roughly when it happened.